TrustRadius: an HG Insights company

Salesforce Service Cloud vs. Webex Contact Center

Save this comparison

Save this comparison

Salesforce Service Cloud

397 Reviews and Ratings

Webex Contact Center

122 Reviews and Ratings

Add Product

Recommended Comparisons

    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Salesforce Service Cloud

    Score8.4 out of 10
    		N/AService Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

    $25

    per month

    Webex Contact Center

    Score9 out of 10
    		N/ACisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.N/A
    Pricing
    Salesforce Service CloudWebex Contact Center
    Editions & Modules
    Starter Suite
    $25
    per month
    Pro Suite
    $100
    per month per user
    Enterprise
    $165
    per month per user
    Unlimited
    $330
    per month per user
    Agentforce 1
    $550
    per month per user
    No answers on this topic
    Offerings
    Pricing Offerings
    Salesforce Service CloudWebex Contact Center
    Free Trial
    YesNo
    Free/Freemium Version
    YesNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Features
    Salesforce Service CloudWebex Contact Center
    Incident and problem management
    Comparison of Incident and problem management features of Salesforce Service Cloud and Webex Contact Center
    Feature
    Salesforce Service Cloud
    8.8
    77 Ratings
    Webex Contact Center
    -
    Ratings
    Organize and prioritize service tickets9.475 Ratings00 Ratings
    Expert directory8.553 Ratings00 Ratings
    Subscription-based notifications8.663 Ratings00 Ratings
    ITSM collaboration and documentation8.260 Ratings00 Ratings
    Ticket creation and submission9.375 Ratings00 Ratings
    Ticket response9.174 Ratings00 Ratings
    Self Help Community
    Comparison of Self Help Community features of Salesforce Service Cloud and Webex Contact Center
    Feature
    Salesforce Service Cloud
    8.7
    72 Ratings
    Webex Contact Center
    -
    Ratings
    External knowledge base8.463 Ratings00 Ratings
    Internal knowledge base8.970 Ratings00 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Salesforce Service Cloud and Webex Contact Center
    Feature
    Salesforce Service Cloud
    8.7
    77 Ratings
    Webex Contact Center
    -
    Ratings
    Customer portal7.954 Ratings00 Ratings
    IVR8.834 Ratings00 Ratings
    Social integration8.947 Ratings00 Ratings
    Email support9.276 Ratings00 Ratings
    Help Desk CRM integration8.866 Ratings00 Ratings
    Contact Center Software
    Comparison of Contact Center Software features of Salesforce Service Cloud and Webex Contact Center
    Feature
    Salesforce Service Cloud
    -
    Ratings
    Webex Contact Center
    7.9
    34 Ratings
    Agent dashboard00 Ratings9.233 Ratings
    Validate callers00 Ratings9.132 Ratings
    Outbound response00 Ratings5.927 Ratings
    Call forwarding00 Ratings8.732 Ratings
    Click-to-call (CTC)00 Ratings8.429 Ratings
    Warm transfer00 Ratings8.833 Ratings
    Predictive dialing00 Ratings5.421 Ratings
    Interactive voice response00 Ratings8.127 Ratings
    REST APIs00 Ratings7.929 Ratings
    Call scripts00 Ratings8.528 Ratings
    Call tracking00 Ratings8.431 Ratings
    Multichannel integration00 Ratings7.130 Ratings
    CRM software integration00 Ratings7.230 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Salesforce Service Cloud and Webex Contact Center
    Feature
    Salesforce Service Cloud
    -
    Ratings
    Webex Contact Center
    7.9
    31 Ratings
    Inbound call routing00 Ratings7.829 Ratings
    Omnichannel inbound routing00 Ratings8.027 Ratings
    Recording00 Ratings9.029 Ratings
    Quality management00 Ratings8.826 Ratings
    Call analytics00 Ratings7.527 Ratings
    Historical reporting00 Ratings8.929 Ratings
    Live reporting00 Ratings7.729 Ratings
    Customer surveys00 Ratings6.927 Ratings
    Customer interaction analytics00 Ratings6.324 Ratings
    User Ratings
    Salesforce Service CloudWebex Contact Center
    Likelihood to Recommend
    8.3
    (83 ratings)
    8.8
    (36 ratings)
    Likelihood to Renew
    6.2
    (8 ratings)
    8.2
    (1 ratings)
    Usability
    8.0
    (12 ratings)
    8.5
    (12 ratings)
    Availability
    9.5
    (28 ratings)
    -
    (0 ratings)
    Performance
    8.6
    (7 ratings)
    -
    (0 ratings)
    Support Rating
    7.0
    (20 ratings)
    -
    (0 ratings)
    In-Person Training
    10.0
    (1 ratings)
    -
    (0 ratings)
    Online Training
    9.0
    (1 ratings)
    -
    (0 ratings)
    Implementation Rating
    7.0
    (1 ratings)
    -
    (0 ratings)
    Ease of integration
    5.0
    (1 ratings)
    -
    (0 ratings)
    Vendor post-sale
    8.0
    (1 ratings)
    -
    (0 ratings)
    Vendor pre-sale
    8.0
    (1 ratings)
    -
    (0 ratings)